Your company has a very busy support helpdesk. Tickets volumes are high. Support agents are backlogged. Your team budget feels stretched. Are these signs telling you something? Maybe it’s time to open a self-service channel for your employees. It’s hard to know when the right time is to launch such…
Posts Taggedit support tickets
Why self-serve support and Slack go hand-in-hand
Companies that depend on a centralized body of knowledge to propel productivity know that you can build a robust, comprehensive, validated and accurate body of knowledge to power self-serve support, but if you don’t make it easy to access where people work, it will collect dust. For this reason, knowledge…
How to increase ticket deflection with Confluence and Obie for IT Support desks using Jira Service Desk and Slack
For companies that employ a full service IT support desk, powered by technology like Jira Service Desk and Slack, there is likely a nagging need to increase the ticket deflection ratio with self-serve strategies. Strategies that have been implemented to some degree of success might include: Investing in a comprehensive…
Turning your Confluence workspace into a robust self-service support tool
Confluence is a popular choice for many teams that are looking for a tool to centralize organizational documentation. Popularized by technical teams, Confluence is now finding a home in more teams including customer support and HR/People-ops. What is internal self-serve support? Internal self-serve support is when when employees can solve…
Why a knowledge base is the most important tool to reduce IT support issue time-to-resolution
Time to resolution is the measure of the average of the amount of time it takes for an IT helpdesk to resolve a client service issue, case, or ticket once it’s been opened. Sometimes called mean time to resolution (MTTR), its a very strong indicator of the effectiveness of your…
How to create a Jira Service Desk (JSD) ticket directly from Slack
If your company is like many modern growing enterprises, employees use a messaging platform, like Slack, for nearly all of their internal communication. Moreover, Slack has become the defacto platform for sharing knowledge, asking questions and seeking support. So, it only makes sense that your IT support team lives and…